Medidata, a Dassault Systèmes company, is leading the digital transformation of life sciences, creatinghope for millions of people.
Medidata Solutions souhaitait rationaliser le recrutement de la recherche UX et envoyer des notifications in-app pertinentes et percutantes, sans avoir à dépendre des équipes de développement.
Les guides in-app de Pendo ont permis non seulement d'accélérer et de simplifier le processus de recherche UX, mais aussi de délivrer des notifications importantes et des informations sur les fonctionnalités aux utilisateurs.
With Pendo, Medidata Solutions drove 3,000+ new sign-ups for UX research sessions in three weeks
and reduced time needed to deploy in-app guides from weeks to minutes.
Medidata Solutions is a leading provider of SaaS and data analytics solutions for clinical research. They provide a complete end-to-end suite of solutions that supports the creation and implementation of clinical trials, all the way through go-to-market and manufacturing. By helping therapeutics researchers, manufacturers, and clinicians get drugs to market faster, they are powering smarter treatments and healthier people.
Medidata a toujours mis un point d'honneur à offrir des expériences exceptionnelles à ses clients et, au final, à améliorer la vie des patients qui dépendent des produits thérapeutiques. Cela vaut également pour les expériences que l'entreprise offre sur ses applications et ses produits numériques, et c'est l'une des principales raisons qui l'a poussée à adopter Pendo.
Today, Medidata is using the entire Pendo platform to understand user engagement, track and improve feature usage, collect feedback, and deliver tailored in-app resources to a broad array of user personas—including clinicians, research organizations, patients, and pharma companies. In the last two years, they’ve used Pendo to deliver in-app guidance and notifications to their diverse user base, as well as gather feedback and recruit participants for UX research initiatives.
“Pendo allows us to dive into what’s going on, to really see that engagement [and] what’s happening on the page,” said Jonathon Wilson, senior R&D software systems analyst at Medidata. “I work with every department across the company . . . [to deliver] product analytics [that give our teams] an understanding of how users are actually interacting with our software, what they’re doing, when they’re in there, and where trouble spots may be.”
Wilson recently worked on a project with Medidata’s UX research team, leveraging targeted in-app guides built in Pendo to encourage users to share their feedback and meet with researchers.
In the past, the Medidata team relied on traditional survey tools and recruitment forms to capture this type of input from users. But these communications were typically sent via email, and didn’t yield the results the team was looking for. “When we build these [recruitment forms and surveys] directly in the applications—which is what Pendo allows us to do—we know that we’re reaching our users directly,” Wilson explained.
After just three weeks of these in-app guides being live, the UX research team saw 3,000+ new sign-ups for live, in-person, or virtual UX research and interview sessions—a huge surge compared to previous results. “[The UX research team] was absolutely over the moon . . . [they] had never seen numbers like what we were getting in, thanks to the feedback forms that we [created using Pendo],” said Wilson.
« Au final, il s'agit de créer une meilleure expérience utilisateur pour nos clients. Et si nous y parvenons, alors nous savons qu'ils seront satisfaits des produits que nous fabriquons et que nous faisons du bon travail. »
Jonathon Wilson | analyste senior des systèmes logiciels de R&D, Medidata Solutions
Medidata also uses Pendo to deliver in-app system notifications, like downtime notices or new feature alerts to their user base. And Medidata knew that being able to reach users directly—without asking them to hunt down resources for themselves—was critical in delivering an exceptional user and learning experience.
“[With Pendo, we have] the ability to deliver content directly in the application, right where [users] need it—whether that’s through a guide with a badge, or an automatic guide like a walkthrough,” Wilson said. “[Pendo gives us] the ability to reach out directly to them and say, ‘We know this is a place that might be sticky. Here’s something that’ll help you get through that.’, and [also] to leverage other tools like the Resource Center and polls.”
Today, Wilson and his team own the creation and deployment of in-app guides across Medidata’s platform of products. But in the past, these in-app messages—notably notification guides like system updates between releases—would typically take the product, engineering, and service delivery teams up to two sprints to produce.
“When you consider everyone involved in just one UI initiative—tech comms, development, product, testing, service and delivery, validation—there’s a lot of paperwork and manual work that has to be done,” said Wilson. “When we’re building a guide with Pendo, we cut all of that down to about 15 or 20 minutes. We’re [giving all that time back to our team] so they can continue working on bugs, features, and new improvements to the software—instead of just having to focus on building text guides that are going to go into the UI.”
« Grâce à la simplicité du processus de création de [guides in-app] dans Pendo, nous pouvons fournir davantage d'informations à nos utilisateurs. Étant donné que nous ne dépendons plus du codage, nous faisons davantage d'annonces anticipées sur les fonctionnalités qui vont être lancées. Il n'est plus nécessaire de faire appel à l'équipe de développement. »
Jonathon Wilson | analyste senior des systèmes logiciels de R&D, Medidata Solutions
Tout le travail que Medidata a accompli avec Pendo s'inscrit dans le cadre d'une mission plus large : faire en sorte que les essais cliniques soient plus efficaces, plus rentables et qu'ils aient un impact sur le patient. « Chez Medidata, nous défendons les intérêts des utilisateurs. Et il en va de même pour mon travail avec Pendo, a expliqué J. Wilson. Qu'il s'agisse de fournir des guides, de faire des analyses ou de stimuler l'engagement, l'objectif final est d'offrir la meilleure expérience possible à l'utilisateur. »
The Medidata team leverages the entire Pendo platform to help bring this mission to life. From using Pendo Analytics to evaluate funnels and paths to see where users are succeeding or struggling, to deploying data-informed guides through Pendo In-app Guides to get users through any troublesome spots they’re facing, to gathering user feedback to inform the roadmap—Pendo is a key partner at every step of the lifecycle.
« C'est vraiment encourageant pour une entreprise telle que la nôtre de savoir que nous disposons d'un outil [comme Pendo] pour atteindre les objectifs élevés que nous nous sommes fixés. »
Jonathon Wilson | analyste senior des systèmes logiciels de R&D, Medidata Solutions
To learn more about how Medidata Solutions leveraged Pendo to build more efficiently and drive exceptional user experiences, check out the slides and recording from Jonathon Wilson’s breakout session at Pendomonium 2023.
